Omni Best Practices Guide

Objective

Learn Outreach Omni and how to use it effectively and get the best results from the AI-powered conversational agent.

Applies To

• Outreach Users

Overview

Omni is an AI-native conversational agent that gives sellers context-aware, multi-turn access to Sales Intelligence across the Outreach platform. Instead of navigating across records, reports, or recordings, users can ask natural language questions and quickly surface relevant insights, context, and actions tied to their sales workflow.

Omni maintains conversational memory, understands follow-up questions, and adapts responses based on user context and the page or object being viewed.

Configuration

Follow the Omni enablement guide for full details on enabling Omni for the organization.

Accessing Omni

Omni can be accessed from the home page or using the Omni button.

When to Use

Omni is most effective as an exploration and discovery tool that helps users surface relevant insights faster. Use it to:

• Quickly understand what is happening across accounts, opportunities, or meetings
• Surface risks, objections, or next steps from customer conversations
• Recall commitments, timelines, or follow-ups
• Explore themes across activity, emails, or Kaia recordings
• Draft emails based on conversation or account context

Adding Context

1. Open Omni.
2. Click Add context.
3. Select the appropriate context:
   • Accounts
   • Opportunities
   • Prospects
   • Kaia recordings 

Follow up answers will acknowledge the context selected.

Example Prompts

Email and Follow-Up Assistance

• Draft a follow-up email summarizing next steps from this meeting.
• Help me write an email addressing the customer's pricing concern.
• Create a recap email based on this conversation.

Post-Meeting Context

• What were the key takeaways from this meeting?
• Did the customer raise any objections?
• What follow-ups were agreed to on this call?

General Sales Intelligence

• What are the top opportunities I am working right now?
• Which accounts have had recent activity but no next steps?
• Are there deals at risk based on recent conversations?

Account and Opportunity Insights

• What concerns has this account raised recently?
• Has pricing come up in recent discussions?
• What competitors have been mentioned for this opportunity?

Multi-Conversation and Trend Analysis

• Across recent meetings, what themes are coming up?
• Are there recurring objections across similar opportunities?
• Have we discussed timelines or urgency in multiple calls?

Best Practices

How to Get the Best Results

• Ask focused, specific questions
• Reference an object, timeframe, or goal when possible
• Use follow-up prompts to clarify or refine answers
• Treat responses as assistive guidance, not final truth
• Validate outputs before sharing externally or taking action

Conversation quality improves as users narrow scope and build on prior questions.

Using Follow-Up Prompts Effectively

Omni improves with conversational refinement. After receiving an initial response, try prompts like:

• Can you be more specific?
• Where did that come up?
• Was this mentioned more than once?
• What should I do next?

What to Avoid

• Overly broad or vague prompts
• Multiple unrelated questions in a single prompt
• Assuming data exists if it was never discussed or captured
• Treating Omni as a reporting system or source of record

Omni supports human decision-making. It does not replace judgment or verification.